Service Support Administrator

About the position

The Service Support Administrator I (SSAII) at STERIS plays a crucial role in managing equipment maintenance agreements and supporting field operations. This position focuses on activating, modifying, and deactivating maintenance entitlements in Siebel, ensuring compliance with contract terms, and optimizing service schedules to enhance customer satisfaction. The role also involves addressing billing issues, troubleshooting service requests, and maintaining accurate service records, all while working in a hybrid environment at the Mentor, OH Corporate HQ.

Responsibilities

• Activate and maintain preventative maintenance agreements according to approved procedures and customer purchase orders.
• Review customer purchase orders and resolve discrepancies with the District Service Manager.
• Assign appropriate equipment entitlements and establish invoice schedules.
• Process credits to agreements and service requests, adding or deleting equipment as necessary.
• Monitor PM Service Contract base and initiate activities to improve district performance.
• Schedule PM FSR's monthly workload according to defined rules and evaluate workload as needed.
• Receive and process requests for service invoicing issues in a timely manner.
• Assist the Collections department with research and customer follow-up on outstanding invoicing issues.
• Correct errors from technician entries and educate the field on avoiding future errors.
• Maintain and manage equipment relationships in Siebel, assigning technicians to service requests as required.
• Review and release items from the service backlog and provide feedback on resolved issues.
• Attend monthly district conference calls to review issues and misunderstandings in processes.
• Collaborate with management on identified gaps or improvements to back office processes.

Requirements

• High school diploma or equivalent.
• Minimum 2 years experience in business, customer service, or accounting environment, preferably with contracts.
• PC experience with working knowledge of Microsoft Office suite, particularly Word and Excel.
• Effective analytical, organizational, and written and oral communication skills.

Nice-to-haves

• Associates degree or Bachelor degree preferred.
• Knowledge of various types of contracts and proficiency in maintaining them in a database.
• Experience with service contract software and CRM systems, particularly Oracle/Siebel.

Benefits

• Competitive salaries
• Healthcare benefits
• Tuition assistance
• Paid-time off
• Paid holidays
• Matching 401(k)
• Annual merit and incentive plans